COMPLAINTS HANDLING POLICY
We are committed to providing a high-quality legal service to all our clients. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.
If you have a complaint, please contact us with the details.
What will happen next?
- We will send you a letter acknowledging receipt of your complaint within 7 days of receiving it, enclosing a copy of this procedure.
- We will then investigate your complaint. This will normally involve passing your complaint to our client care partner, Sian Williams, who will review your matter file and speak to the member of staff who acted for you. During the investigation process we will attempt to identify the cause of the problems you have reported and address the issues raised.
- Sian Williams will send you a detailed written reply to your complaint, including her suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.
- At this stage, if you are still not satisfied, you should contact us again and we will arrange for Sian Williams to review the decision.
- We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
- If you remain dissatisfied at the end of our complaints process, you would then be at liberty to contact the Legal Ombudsman, provided you are an individual, a personal representative of a deceased person, a “micro-enterprise” (having fewer than 10 employees and annual turnover or assets not exceeding 2 million Euros), a charity or club/association with annual income of less than £1 million, or a trustee of a Trust with assets of less than £1 million.
- The Legal Ombudsman expects complaints to be made to them within a year of the date of the act or omission about which you are concerned or within a year of you realising there was a concern. The requirement to refer your concerns to the Legal Ombudsman within six months of our final response to you remains the same.
If you would like more information about the Legal Ombudsman, their contact details are as follows:-
- Telephone – 0300 555 0333 between 8.30am and 5.30pm (calls to 03 numbers will cost no more than calls to national geographic numbers (starting 01 or 02) from both mobiles and landlines. Calls are recorded and may be used for training and monitoring purposes.
- Email –
- Website – www.legalombudsman.org.uk
- Postal address – Legal Ombudsman, PO Box 6167, Slough, SL1 0EH.
Alternative complaints resolution bodies also exist and are competent to deal with complaints about legal services, should both you and our firm wish to use such a scheme at the end of our internal complaints process. They provide Alternative Dispute Resolution (ADR) services. Small Claims Mediation is one such body, details of which can be found at www.small-claims-mediation.co.uk; and another is Ombudsman Services, details of which can be found at www.ombudsman-services.org. Under the provisions of the EU Directive on Consumer Alternative Dispute Resolution, to pursue this process you would have to be a “consumer” namely an individual acting for purposes which are wholly or main outside your trade business, craft or profession.
Solicitors Regulation Authority
If someone thinks a solicitor might be dishonest or you have concerns about their ethics or integrity, you have the right to notify our regulator, the Solicitors Regulation Authority (SRA). There are no time limits for making a report but there are limits on what the SRA will consider. Please note that the SRA is not able to deal with issues of poor service (complaints of this nature should instead be referred to the Legal Ombudsman).
For further information about the SRA’s role and the means to make a complaint, please contact the SRA on 0370 606 2555 or visit: https://www.sra.org.uk/consumers/problems/report-solicitor.page#report
Complaints Procedure – Reviewed January 2025
